Workforce Analyst (Gbd)

JOB POSITION

Workforce Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening and weekend availability as business needs arise.

JOB RESPONSIBILITY

· Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.

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JOB POSITION

Workforce Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening and weekend availability as business needs arise.

JOB RESPONSIBILITY

· Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.

· Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.

· Produces Claim volume forecasts on a daily, weekly, monthly, and annual basis for multi-site operation.

· Generates and evaluates staffing schedules and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.

· Compares results to forecast and identify opportunities for improvement.

· Provide daily/intra-day performance reports to leadership.

· Other related duties as assigned.

QUALIFICATION

· Bachelor’s or master’s degree

EXPERIENCE

· Complete understanding of overall operational activities including US health insurance process.

· Ability to perform forecasting in a contact center environment and schedule to those needs is a must.

SKILLS AND COMPETENCIES

· Must have a good working knowledge of Excel, VBA, SQL, Tableau and other Windows based programs (Word, PowerPoint, etc.) and can organize/analyze data in a structured manner.

· Capacity Planning experience is preferred.

· Minimum of 4 years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment required.